Feasible Hotel Crisis Management Plan: XYZ Hotel
Select a hospitality organization and based on the facts and specific circumstances of the organization write a feasible Hotel Crisis Management Plan that includes at least the following aspects:
CRISIS MANAGEMENT PLAN STRUCTURE (CMP)
INTRODUCTION
· Risk Analysis (Risk identification or Vulnerabilities)
The development of a Crisis Management Plan should start with an assessment of the potential vulnerabilities, risks, and threats facing a hospitality operator and the evaluation of the crisis preparedness at the corporate, regional or local level.
SWOT (Internal and external landscape) and PESTLE analysis.
· Risk evaluation (qualitative / quantitative)
· Risk treatments (Aceptance. Reduction, Outsourcing, Avoidance)
CRISIS PLAN
· Crisis Management Team (CMT)
Members. Who is in the CMT
Role responsibilities description.
Command Centre Location (corporate, regional or local level)
· Contact information
· Crisis Management Activation
When do you want to activate your Crisis Management Team?
What events at what scale are the triggers?
Who confirms that there is a crisis?
What are the first procedures and the first steps taken?
· Definition of a Crisis
Definition of your crisis level/alert level/escalation level/early warning system.
· Information Handling
• How do you want to collect, evaluate, and report incidents, monitoring of (social) media, prepare reports, support decision making, internally, towards stakeholders?
• Who is responsible? In what form is the information distributed?
• Are there considerations or procedures for handling classified information?
· Crisis communication
How do you want to handle the media?
Who are the spokespersons?
How do you observe media reception and social networks?
Location for press conferences?
Who can help (communication advisors, call centers)?
Appearance of internet presence (black site, creation of FAQ)?
Since communication is a key element in Crisis Management, a separate Crisis Communication Plan addressing these issues should be developed.
· Responses to specific types of emergencies or Special Plans (e.g. Contingency Plans, Evacuation Plans) E.g. for handling of pandemic, storm, strike, dangerous goods incidents, etc. (Summarize at least 1 type of emergency)
Feasible Hotel Crisis Management Plan: XYZ Hotel
Introduction:
To develop an effective Crisis Management Plan, XYZ Hotel has conducted a comprehensive risk analysis to identify vulnerabilities, risks, and threats. This has involved conducting SWOT and PESTLE analyses to assess the internal and external landscape. The following plan outlines the risk evaluation, risk treatments, and crisis management strategies implemented by XYZ Hotel.
Risk Analysis:
Identified Vulnerabilities: XYZ Hotel has identified potential vulnerabilities such as natural disasters (earthquakes, hurricanes), security breaches, public health emergencies (pandemics), and technological failures.
Risk Evaluation: The risks have been evaluated both qualitatively and quantitatively, taking into account the likelihood and potential impact of each risk.
Risk Treatments: XYZ Hotel has employed various risk treatments including acceptance of certain risks, reduction through implementation of security measures and safety protocols, outsourcing specific security functions to specialized agencies, and avoidance of high-risk activities or locations.
Crisis Plan:
Crisis Management Team (CMT):
Members: The Crisis Management Team at XYZ Hotel consists of the General Manager, Operations Manager, Security Manager, Public Relations Manager, Human Resources Manager, and Legal Counsel.
Roles and Responsibilities: Each team member has specific roles and responsibilities within the crisis management process, including decision-making, communication management, resource allocation, and coordination of actions.
Command Centre Location: The Command Centre for managing crises is located within the hotel premises at a designated crisis room equipped with necessary communication tools, technology, and resources.
Crisis Management Activation:
Activation Triggers: The Crisis Management Team is activated when events exceed predefined thresholds, such as natural disasters reaching a certain severity level or an outbreak with potential impact on guest or staff safety.
Confirmation of Crisis: The General Manager or his/her designated representative confirms the occurrence of a crisis based on predefined criteria and alerts the Crisis Management Team.
First Procedures and Steps: The Crisis Management Team initiates immediate actions, including ensuring guest and staff safety, assessing the extent of the crisis, coordinating emergency services if required, and activating communication channels.
Definition of a Crisis:
Crisis Levels/Alert Levels: XYZ Hotel has established a crisis level framework that categorizes crises based on severity and potential impact. This allows for appropriate escalation of resources and response efforts.
Early Warning System: An early warning system is in place to monitor potential crises, allowing for proactive measures to mitigate risks before they escalate.
Information Handling:
Incident Reporting: XYZ Hotel utilizes incident reporting systems to collect and evaluate information related to crises. This includes monitoring social media platforms for early detection and response.
Decision Support: Information is analyzed, consolidated, and presented in reports to support decision-making by the Crisis Management Team. Key personnel are responsible for ensuring timely distribution of information to relevant stakeholders.
Handling Classified Information: Procedures are in place to handle classified information securely while adhering to legal requirements.
Crisis Communication:
Media Handling: XYZ Hotel designates trained spokespersons who communicate with the media during crises. Clear protocols are established for press releases, interviews, and press conferences.
Monitoring Media Reception: The hotel employs media monitoring tools to track public sentiment, analyze media coverage, and respond to emerging issues promptly.
Communication Advisors and Call Centers: External communication advisors are engaged to provide guidance during crises. Call centers are also established to handle inquiries from guests, staff, and concerned parties.
Internet Presence: A dedicated crisis website is created to disseminate accurate information, frequently asked questions (FAQs), updates on the crisis situation, and contact details for support.
Response to Specific Emergencies:
XYZ Hotel has developed contingency plans for specific types of emergencies, such as a pandemic outbreak. These plans outline steps for staff protection, guest safety measures, communication protocols, resource allocation, and coordination with local health authorities.
By implementing this Crisis Management Plan, XYZ Hotel aims to effectively respond to crises, safeguard the well-being of guests and staff, minimize business disruptions, and maintain a positive reputation in the face of challenging circumstances. Regular training sessions and simulations will be conducted to ensure preparedness and enhance response capabilities.